Service Dispatcher Coordinator

2 weeks ago

Winnipeg, Canada Mikkelsen-Coward Full time

**Service Dispatcher Coordinator**

As the HVAC Dispatcher, you play a pivotal role in coordinating and optimizing the scheduling of HVAC service technicians to ensure efficient and timely response to customer requests. Your responsibilities involve managing communication between clients and field personnel, prioritizing service calls, and maintaining positive relationships to enhance customer satisfaction.

**Key Responsibilities**:

- **Service Call Coordination**:

- Prioritize and dispatch HVAC service calls based on urgency, customer needs, and technician availability.
- Efficiently allocate resources to balance workloads and meet service level agreements.
- **Communication**:

- Serve as the main point of contact for clients and HVAC technicians.
- Relay information regarding job details, schedules, and updates between customers and field personnel.
- Respond promptly to customer inquiries through various communication channels.
- **Schedule Management**:

- Coordinate and communicate schedules to HVAC technicians for installations, repairs, and maintenance tasks.
- Optimize technician routes to minimize travel time and maximize productivity.
- **Problem Resolution**:

- Work closely with technicians to troubleshoot issues, provide support, and ensure timely completion of tasks.
- Collaborate with the Service Manager to address emergency calls and resolve problems efficiently.
- **Documentation and Reporting**:

- Maintain accurate records of service calls, technician assignments, and work progress.
- Generate and analyze reports to track performance metrics, ensuring service levels are met.
- **Customer Satisfaction**:

- Follow up with customers after service calls to ensure satisfaction and gather feedback.
- Address any customer concerns or issues in a professional and timely manner.
- **Tool and Inventory Management**:

- Manage and track inventory of HVAC tools, ensuring technicians have the necessary equipment for their assigned tasks.
- **Collaboration**:

- Work closely with the Service Administrator, Service Manger, Lead Technician, and other relevant personnel to enhance overall team efficiency.

**Requirements**:

- Proven experience in a dispatching role, preferably in the HVAC industry.
- Knowledge of HVAC systems, terminology, and common issues is advantageous.
- Excellent communication skills, both written and verbal.
- Strong organizational abilities and the capability to prioritize tasks effectively.
- Proficiency in using dispatching software and familiarity with scheduling tools.
- Ability to remain calm and make informed decisions in fast-paced and unpredictable situations.

**Assets**:

- Understanding of mechanical systems to effectively coordinate service calls, maintenance, and projects on a scheduled timeline.
- Experience working with the Jonas system.

Hours are Monday-Friday 7:30am -4:00pm or 8:00am -4:30pm.

We offer competitive wages, comprehensive benefits package and pension. If you feel this is a good fit for you, we would love to hear from you.

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